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Customer orientation in a Swedish county council
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.ORCID iD: 0000-0001-7106-9644
Norrbotten County Council, Luleå.ORCID iD: 0000-0001-5953-8970
Norrbotten County Council, Luleå.
2016 (English)In: International Journal of Quality and Service Sciences, ISSN 1756-669X, E-ISSN 1756-6703, Vol. 8, no 1, p. 2-16Article in journal (Refereed) Published
Abstract [en]

PurposeThe use of the customer concept and ways of interacting with customers in support functions are relatively new areas of interest for public organizations. The aim of this study is to describe the development towards a stronger customer orientation in a support function in a Swedish county council from a management team perspective.Design/methodology/approachA revision of plans and annual reports and individual interviews with the members of a management team was done. The interviews were examined using qualitative content analysis.FindingsThe results are presented in one overarching theme: the double-edged customer concept, and three themes: meeting the customer’s needs, being the customer’s specialist, and developing in collaboration with the customer. The development of a customer orientation is illustrated as a spiral involving the concepts of understanding, wanting, and acting.Originality/valueThe paper contributes to new understanding of how customer orientation develops in the context of public organizations’ support functions.

Place, publisher, year, edition, pages
2016. Vol. 8, no 1, p. 2-16
National Category
Reliability and Maintenance
Research subject
Quality Technology and Management
Identifiers
URN: urn:nbn:se:ltu:diva-5210Local ID: 3412978d-34f8-4381-8a8a-b026642fdff7OAI: oai:DiVA.org:ltu-5210DiVA, id: diva2:978084
Note

Validerad; 2016; Nivå 1; 20160212 (andbra)

Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2018-02-07Bibliographically approved
In thesis
1. Organisering av samverkan i stödprocesser inom hälso- och sjukvård
Open this publication in new window or tab >>Organisering av samverkan i stödprocesser inom hälso- och sjukvård
2017 (Swedish)Licentiate thesis, comprehensive summary (Other academic)
Alternative title[en]
Organizing of collaboration in support processes within healthcare
Place, publisher, year, edition, pages
Luleå: Luleå University of Technology, 2017
Series
Licentiate thesis / Luleå University of Technology, ISSN 1402-1757
National Category
Other Engineering and Technologies
Research subject
Quality Technology and Management
Identifiers
urn:nbn:se:ltu:diva-65771 (URN)978-91-7583-971-4 (ISBN)978-91-7583-972-1 (ISBN)
Presentation
2017-11-20, A3024, Luleå tekniska universitet, Luleå, 13:00 (Swedish)
Supervisors
Available from: 2017-09-25 Created: 2017-09-22 Last updated: 2017-11-24Bibliographically approved

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Karlsson, MargaretaGarvare, RickardZingmark, Karin

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